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Frequently Asked Questions about our Lanzarote villa Holidays
Making a
Reservation
for you
Lanzarote self catering villa
Can I
reserve a Lanzarote villa online?
How do I arrange airport transfers, car hire?
How do I
arrange flights to lanzarote?
When do I need to pay for the accommodation?
Are
there any additional charges?
What
payment methods do you accept?
What
are your terms and conditions?
Do I have to stay for a week? On which days can I
arrive?
Can I
travel if I am pregnant?
How do I find previous customer feedback?
Do I have
to pay for Infants?
Is there a different price for children?
Can I book infant and booster seats with my
transfer, car hire?
What
is your cancellation policy?
Why can't I reach Premier Villa Holidays on the
telephone?
About Your
Stay
Do I
need to bring towels or linen?
Will maintenance staff visit the Holiday villa during our
stay?
Do I need to request a cot or highchair?
What is in the kitchen of the villa?
I am planning to take my children on holiday, is
there anything I should be aware of?
What satellite/television will be available?
Will there be a maid/cleaning service?
Can I order a welcome pack for our arrival?
How do I know what type of swimming pool will be
available?
What are the check in and check out times?
Can I stay later in the villa if I have a late
flight?
Who is my contact while I am staying at my holiday
villa?
What happens if there is building work nearby?
Making a
Reservation
Can I
reserve a villa online?
Back to the top
You may reserve selected properties online. We put the property "On
Hold" for you for up to 24 hours whilst you book your flights. Once we
have received your deposit payment we will confirm your booking by
either post or email.
How do
I arrange airport transfers or car hire?
Back to the top
When you make your reservation with us, let us know what other
arrangements you'd like to make and we'll provide you with all the
information we can to assist. We generally use local car hire companies
or alternatively you can use the links on the car hire page of our
website
How do
I arrange flights?
Back to the top
We can advise you which airlines offer flights to the destinations we
offer and you may find that the best offers are available online
directly with the airlines. Or have a look at these
links
When do
I need to pay for the accommodation?
Back to the top
To confirm the booking you will be required to pay a non-refundable
deposit of between 20% and 35% - this varies from property to property.
The final balance will be due 13 weeks prior to your departure date. You
may cancel your holiday at any time, however Premier Villa Holidays will
charge a cancellation fee depending on how close to the date of the
booking you cancel. Please refer to What is your cancellation policy
above?
Are
there any additional charges?
Back to the top
Our properties carry no additional or hidden charges that are not
already mentioned on the property description e.g.in some cases some
owners charge a refundable security deposit upon arrival. Please refer
to the individual villa description and if you have any further queries
please do not hesitate to contact us.
What
payment methods do you accept?
Back to the top
Canary Villa Holidays accepts cheques, bank transfers and all major
credit/debit cards except American Express.
What
are your terms and conditions?
Back to the top
You can view a sample of our terms and conditions online. Please note
that these terms and conditions may vary slightly from villa to villa.
You can view our terms
HERE
Do I
have to stay for a week? On which days can I arrive?
Back to the top
No - we are extremely flexible. Most of our villas will accept bookings
for partial weeks which allows you to arrive on any day of the week and
depart on any day of the week. Some properties may require bookings of
at least 6 days. This flexibility can give you many more flight options
at hopefully lower prices.
Can I
travel if I am pregnant?
Back to the top
If you are pregnant you should check with your doctor before you travel.
If you are more than 28 weeks pregnant at the time of your return
flight, airlines normally insist upon a medical certificate stating that
you are fit to fly. If you are 32 weeks at the time of your return
flight they may refuse to carry you. Please also note that there could
be restrictions in your travel insurance policy.
How do
I find previous customer feedback?
Back to the top
View some of our customer feedback to see why we have some of the most
loyal customers in the holiday villa and travel business. While many
other villa holiday companies don't provide ratings for their villas, we
proudly display how our customers rate our villas, see
here
Do I
have to pay for Infants?
Back to the top
No, infants under the age of 2 at the time of travel are free of charge.
Is
there a different price for children?
Back to the top
No, prices quoted are for guests over the age of 2 years at the time of
travel. We class a child as being between 2 and 12 years old, as in some
cases an additional child under 12 can be accommodated on a put-u-up
bed.
What is your cancellation
policy? Back to the top
You may be covered by your particular Insurance Policy for cancellation
expenses and costs.
In general, our cancellation terms are as follows:
If you cancel after payment of your deposit, you will lose the deposit
amount usually 35% of the total amount due.
If you cancel between 70 and 57 days before arrival, 50% of the total
amount will be retained.
If you cancel between 56 and 28 days before arrival, 80% of the total
amount will be retained.
If you cancel less than 28 days before arrival 100% of the total amount
will be retained.
We strongly recommend that you take out holiday insurance to cover all
travellers in the event of a cancellation. Please check with your home
insurers or credit card supplier before taking out travel insurance as
you may be covered. Alternatively see the insurance page on our
website..
Can I book infant and booster seats with my transfer, car hire?
Back to the top
No. It is not a legal requirement for public transport to have infant or
booster seats and so no minibuses, coaches, public buses or taxis have
infant seats. Infant and booster seats are a legal requirement for hire
cars and can be booked at when you book your rental car.
Why
can't I reach Premier Villa Holidays on the telephone?
Back to the top
Our UK sales telephone number is: 0800 043 6055
If you do not reside in the UK, you can reach our sales department at
+44 (0)1234 376888 or +44 (0)1234 376553 For those dialing from overseas
may have to omit the (0) in brackets as can be seen in the above example
About
Your Stay
Do I need to bring towels
or linen? Back to the top
All bed linen is provided. Please bring your own beach/pool towels
Will
maintenance staff visit the villa during our stay?
Back to the top
All of our properties are maintained by staff that have access to the
villas. Gardens have to be maintained on a regular basis and it is
simply not possible for this to be carried out on 'change over' days.
Pools are chemical checked and cleaned twice a week and this is normally
carried out very early in the morning to avoid disruption to our
clients. However neither pool nor garden personnel have fixed hours, so
it is not possible for us to advise you of the exact date or time of
their visit. We ask for your co-operation when maintenance staff visit
as it is imperative we keep the properties well maintained for our
guests enjoyment throughout the year.
Do I need to request a
cot or highchair? Back to the
top
If you require a cot or highchair please request these at the time of
booking in order that we can ensure it is at the villa on your arrival.
A supplementary charge will be added to your invoice. Cots are purchased
locally and may be different to those you use at home.
What is in the kitchen of
the villa? Back to the top
All kitchens are well equipped for self catering and include oven, hob,
fridge/freezer, cooking utensils, cutlery and crockery. Some villas have
additional facilities such as washing machines, dishwashers, microwave
ovens, kettles, toasters and other appliances. Irons and ironing boards
are usually provided.
I am planning to take my children on holiday with me, is there anything
I should be aware of?
Back to the top
Please contact us if you require advice on our “child-friendly” villas
which are offered on our website. Please ensure that children are not
left unsupervised at anytime during your holiday and to be extra careful
with balconies, jacuzzis, hot tubs, swimming pools and other hazards. We
strongly suggest that children are well-supervised in all our
properties.
What
satellite/television will be available?
Back to the top
Satellite televisions in villas may only receive limited free channels.
These channels will be in various languages and generally include one or
two English programmes. A number of our villas are equipped with
standard television, which will only receive local channels and those
villas that have DVD facilities may only supply a small selection of
English DVDs. If you require more specific information regarding a
particular villa please contact us.
Will there be a
maid/cleaning service? Back to
the top
Maid service varies from villa to villa. Some offer preparation only
with linen and towels with others offering maid service 5 days per week
with daily towel change and weekly linen change. Please note that
generally beach/pool towels are not supplied and these should be taken
with you. We kindly request that guests do not use the towels supplied
at the villa for the beach or around the pool. If you require more
information on a particular property please contact us.
Can I order a
welcome pack for our arrival?
Back to the top
Welcome packs are available in most of our destinations at extra cost.
In Lanzarote these are complimentary. Please enquire for further details
as these vary according to destination.
How
do I know what type of swimming pool is at the villa?
Back to the top
Swimming pools come in all shapes and sizes and the facilities vary.
Details are generally stated in the property description on our website.
The following list outlines the different types of swimming pools
available which may assist you when making your accommodation choice.
Private Heated Swimming Pool
There is a swimming pool for the exclusive use of guests for the
duration of the rental period. The water temperature normally ranges
from between 24 and 28 degrees Celsius.
Private Solar Heated Swimming Pool
There is a swimming pool for the exclusive use of guests for the
duration of the rental period. There are no specific temperature
tolerances for solar heated swimming pools as the water is heated by
solar energy. The temperature of the water is dependent upon the weather
conditions i.e. sunny,cloudy,windy
Private Unheated Swimming Pool
There is a swimming pool for the exclusive use of guests for the
duration of the rental period. The water is not heated.
What are the
check-in/check-out times? Back
to the top
Accommodation will normally be available for occupation from between
14:00 - 16:00 *. on the day of arrival and clients are required to
vacate the accommodation at 10:00a.m on the day of departure to
facilitate cleaning and servicing for incoming guests.
* Different destinations vary, please check with us for exact timings.
Can I
stay later in the villa if I have a late flight?
Back to the top
The check out time for accommodation is normally 10am as the villa will
need to be prepared for incoming guests. If there is no arrival that
day, it is sometimes possible to arrange a late stay with the local
manager in resort for an additional fee. This can only be agreed the day
before your departure in resort as bookings can be taken up until the
day before.
Who
is my contact while I am staying at my holiday villa?
Back to the top
Your Departure Documentation will include the details of your Property
Manager who can help you. Should you have any difficulties in your villa
it is essential that you contact the Property Manager first in order
that any problem you may have can be rectified as quickly as possible.
If you cannot reach the local manager or do not receive an adequate or
timely response, please call Premier Villa Holidays immediately so that
the problem can be rectified.
What happens if
there is building works nearby?
Back to the top
Building works and noise are almost unavoidable in certain developing
resorts. Unfortunately such developments are not under our control nor
are we given advance notice of when they might begin. However, where we
are aware of any works which may reasonably be considered to affect your
enjoyment, we will notify you as soon as possible. Where necessary we
will endeavour to offer you alternative accommodation. In some resorts
the provision of roads, power and water supplies etc. do not always keep
pace with the demand of rapid tourist development so there can be
problems with, for example, plumbing and drainage.
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